Our engineering team is pretty amazing, but on the rare occasion that we cannot fix your problem, we may ask for additional assistance from the vendor. If supported, we will automatically escalate your issue to a Tier 5 (Request for Vendor support) at no additional cost to you. We have partnered with many of the world’s leading software vendors and maintain support agreements that enable us to escalate those pesky issues that we can’t fix. We’ll do our best to get your situation solved in a reasonable amount of time.